Role Purpose:To quickly respond to interest in products and services and convert new business leads to matters and fixed fee products. To improve and then maintain conversion rates and contribute towards the success of the department in line with the business plan.

Key Responsibilities:

• To handle all new business calls and emails within agreed service levels.
• To obtain the full circumstances of a legal matter, collating all the required information, and record it accurately on the relevant system/databases.
• Identify and manage legal issues, ensuring considerations are given to all relevant information to achieve pro-active handling and quality decisions.
• Take accountability to achieve a right first time outcome for all customers minimising customer detriment.
• To identifying high value cases through effective discovery and fact finding.
• Demonstrates and maintain best practice awareness to support quality decisions and mitigate risk.
• Prioritise and manage workload.
• Any other reasonable duties falling within an appropriate skillset assigned by the management team.

Education/Qualification: Educated to at least GCSE level A-C Mathematics and English.

Preferred Experience: 

• Experience of legal call handling
• Experience of operating in a target driven and/or contact centre environment

Required Qualities, Knowledge and Skill Set

• Work to agreed and set KPI’s.
• Adhere to regulatory requirements
• Review the demands and needs of customers and advise on various aspects of the claim process.
• Good telephone rapport and sales skills
• Able to work to conversion targets.
• Excellent customer focus and a professional attitude.
• Methodical approach with attention to accuracy.
• An inquisitive nature with the ability to investigate and negotiate.
• Ability to work as part of a team.